Balto

SEPTEMBER 21, 2022

Reaffirms commitment to agent empowerment for retention and growth in the contact center. Selected agents can add their voice to the playbook, test new checklist items, and snooze or minimize prompts. Gamification. Gamification drives agents to want to achieve through the spirit of competition.

Agent Empowerment 52

Agent Empowerment Contact Center Gamification contact center workforce 52

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps. WFM vendors are also looking for creative ways to motivate agents via gamification to self-schedule hard-to-fill shifts and hours.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

3CLogic

JANUARY 5, 2022

As technology continues to rapidly develop, contact centers will need to revisit the tools they use in order to keep up. This leads right into another top trend from 2021: a move toward leveraging analytics to promote agent empowerment. 5 Contact Center Technology Trends To Expect In The Coming Year.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

DMG Consulting

APRIL 8, 2024

percent of survey participants, making them the second-highest-ranked contact center technology and application investment for the year. AI-based forecasting algorithms and simulations leverage a variety of AI technologies and proprietary models developed by WFM vendors to provide more accurate forecasts. percent and 50.0

Self service 48

Self service Agent Empowerment Contact Center Gamification 48

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

teleopti

JULY 15, 2019

Focus on how WFM improves work/life balance with schedules that take into account agent skills and personal preferences and are well-communicated in advance. Consider involving employees when selecting new WFM technology. Follow these seven steps for a happier, inspired and motivated team!

Gamification 57

Gamification Contact Center Self service Chatbots 57

teleopti

OCTOBER 3, 2019

Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. 3 ways to maximize the power of self-scheduling technology for frontline employees.

Self service 59

Self service Contact Center Gamification Service level 59